Help Desk Specialist/Senior Help Desk Specialist DOE (RFT)

This position is responsible for performing specialized duties in the provision of service desk support to technology end users. Work is performed and duties are carried out in accordance with established policies, procedures, and Borough core values: Accountability, Customer Focus, Dedication, Integrity, Responsiveness and Teamwork. The Information Technology Department is looking for candidates with strong customer service skills and experience troubleshooting end-user technology in a ticket-based support environment. Ideal applicants can communicate clearly with non-technical users, prioritize work based on impact/urgency, and resolve common workstation and connectivity issues (Windows, printers, VPN/network access). Candidate hired will be offered the position (Help Desk Specialist/Senior Help Desk Specialist ) that is commensurate with their experience and education. Candidates hired will be placed in the pay grade (K or L) commensurate with the position for which they were hired. K Grade currently starting at $29.89hr. L Grade currently starting at $31.40hr.

Please Note Hours of Operation:

Monday

• Friday 8am-5pm with a 1 hour lunch. K1
• K5•DOE L1•L5•

DOE Help Desk Specialist:

High school diploma or equivalent, and specialized training in the field of work including college courses, certificate program, apprenticeship, etc. Three years of experience in the occupational field, sufficient to understand the major duties of the position.

Relevant experience includes:

Tier I/II level end-user IT support across multiple channels, resolving hardware, software, peripheral, and mobile issues as well as support of enterprise tools (imaging, deployment, asset management) .

Relevant professional skills also includes:

strong ticket documentation and follow-up, collaboration across IT teams, and participation in process improvement efforts. Candidates must communicate clearly with technical and non-technical audiences, prioritize effectively, and remain professional in a fast-paced environment. Possession of or ability to readily obtain a valid driver's license issued by the State of Alaska for the type of vehicle or equipment operated.

Please note:

Employees assigned driving duties/responsibilities, must be at least 19 years of age with one (1) year of driving experience. Must successfully pass a pre-employment drug screen, physical and background check.

Senior Help Desk Specialist:

High school diploma or equivalent, and specialized training in the field of work including college courses, certificate program, apprenticeship, etc. Five (5) years of experience in the occupational field including a minimum of three (3) years help/service desk experience, sufficient to understand the major duties of the position.

Relevant experience includes:

advanced end-user IT support, strong ticket documentation, and clear communication with technical and non-technical users. This role must include experience coordinating daily service desk operations, triaging and dispatching tickets, guiding Tier I/II staff, collaborating across IT teams, and supporting enterprise tools (imaging, deployment, asset management) to drive process improvement. Possession of or ability to readily obtain a valid driver's license issued by the State of Alaska for the type of vehicle or equipment operated. Must successfully pass a pre-employment drug screen, background check and physical.

Help Desk Specialist:

Serves as Tier I/II level support to troubleshoot and resolve hardware, software, printer and peripheral issues, fulfilling service and training requests. Analyzes and troubleshoots problems via telephone, email and on-site. Provides interpretation and documentation of issues and resolution in the ticketing system. Provides on-site IT support for emergency response drills and incidents. Support and troubleshoots VOIP phone system. Sets up IT security access for new employees; disables access for terminated employees; manages changes to employee permissions. Utilizes enterprise tools for computer imaging, automating software deployments, software patching, asset management, licensing compliance, computer security and reporting. Configures, administers, manages and utilizes the incident management software for tracking and reporting all IT related services requests. Assists in the development and establishment of standards, strategies, guidelines and procedures. Monitors environment for incidents and works to find resolutions. Manages hardware lifecycle, including decommissioning, surplus, and disposal of hardware and peripherals. Provides oversight and functional direction of assigned contractor daily activities. Performs related duties.

Senior Help Desk Specialist:

Serves as Tier I/II level support to troubleshoot and resolve hardware, software, printer and peripheral issues, fulfilling service and training requests. Analyzes and troubleshoots problems via telephone, email and on-site. Provides interpretation and documentation of issues and resolution in the ticketing system. Provides on-site IT support for emergency response drills and incidents. Support and troubleshoots VOIP phone system. Sets up IT security access for new employees; disables access for terminated employees; manages changes to employee permissions. Utilizes enterprise tools for computer imaging, automating software deployments, software patching, asset management, licensing compliance, computer security and reporting. Configures, administers, manages and utilizes the incident management software for tracking and reporting all IT related services requests. Assists in the development and establishment of standards, strategies, guidelines and procedures. Monitors environment for incidents and works to find resolutions. Manages hardware lifecycle, including decommissioning, surplus, and disposal of hardware and peripherals. Provides oversight and functional direction of assigned contractor daily activities. Under limited supervision oversees daily operations of the service desk and team. Prioritizes trouble tickets, workflow, and dispatch of service desk specialists. Performs related duties.